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Performance Criteria: Head-to-Head Comparisons

Each Quality driver is comprised of multiple performance criteria, leading to greater actionability.

	XYZ	Competitor 1	Competitor 2	Competitor 3
	Mean	Mean	Mean	Mean
Product Support Process	7.65	7.56	7.47	8.88
Manufacturer's prompt delivery of emergency spare parts	8.25	7.25	7.08	7.00
Routine maintenance parts readily available	8.33	7.72	7.66	7.78
Ability to talk to the right person to help you with complex technical problems	8.11	7.44	6.99	8.71
The manufacturers prompt response to your technical service problems	8.22	7.44	7.26	7.38
Responding promptly to your requests for product information	8.57	8.15	7.20	7.74
Length of warranty period	7.61	8.48	7.54	5.98
History of reputable service from the manufacturer	7.76	7.63	7.15	6.80

XYZ Advantage

Parity

XYZ Disadvantage

Head-to-Heads
Head-to-Heads lead to value opportunities.

Value Advantages

Value Advantages can be leveraged for market leadership.